AIRS: Information and Referral Customer Service

This course is all about service. Service can be defined as an act of helpful activity, help, aid, or assistance. It is not just what you do, but also how you do it; your attitude frames how it feels to be served by you. Service has some applicability to all instances of customer service, but it is primarily geared toward staff at Information & Referral (I&R) organizations - both the I&R
Specialists who handle human service inquiries from the public and the supervisors who
oversee this essential work.
This interactive course discusses the importance of customer service, a positive attitude, and an openness to continuous assessment and improvement. It deals with basic communication techniques and good practices for opening and closing customer calls.

Learning Objectives:Describe the nature of “I&R customer service” and why it is important.Define the pivotal role attitude plays in the provision of quality I&R.Outline the importance of a continued commitment to improvement through ongoing training and regular supervisory feedback.

staff writer: Clive Jones, B.A.

Clive Jones is a consultant specializing in association management, standards development, and the operation of certification and accreditation programs. He is actively involved in the planning and implementation of 2-1-1 systems in Canada and the United States. With over 15 years of community services experience, Clive is the former Director of Operations for 2-1-1 Toronto and a past President of InformCanada. Before joining the non-profit sector, he worked as a news writer, corporate video producer, and editor for a legal publishing company. Clive has an Honours B.A. in Politics and History, and diplomas in Broadcast Journalism and Call Centre Management.
Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.

Instructor: Clive Jones, B.A.

Clive Jones is a consultant specializing in association management, standards development, and the operation of certification and accreditation programs. He is actively involved in the planning and implementation of 2-1-1 systems in Canada and the United States. With over 15 years of community services experience, Clive is the former Director of Operations for 2-1-1 Toronto and a past President of InformCanada. Before joining the non-profit sector, he worked as a news writer, corporate video producer, and editor for a legal publishing company. Clive has an Honours B.A. in Politics and History, and diplomas in Broadcast Journalism and Call Centre Management.
Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.

Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.

Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.

Course Delivery Method and FormatAsynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.

Relias strives to measurably improve the lives of the most vulnerable members of society and those who care for them by providing online analytics, assessments and learning across healthcare. The product of a merger between Silverchair Learning, Essential Learning, and Care2Learn, Relias delivers a breadth and depth of content unrivaled by its competitors. We provide flexible e-Learning solutions to meet your needs: Relias Academy for individuals, Relias Learning Management System for organizations, Enterprise solutions for large organizations and partnerships. Relias Learning is based in Cary, North Carolina. For more information, visit www.reliaslearning.com.